Classic - All Services are Down

Update timeline

1. investigating Oct 20, 2026, 06:35 AM UTC

   The SafeNet Trusted Access monitoring system has detected a problem with All STA Services. We are actively investigating and working towards the service restoration The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.

2. monitoring Oct 20, 2026, 07:02 AM UTC

   Services are beginning to recover, and STA services are showing improvement. Our teams are continuing to work on the issue until all services are fully stabilized. We will share further updates as they become available. Thank you for your patience.

3. monitoring Oct 20, 2026, 07:16 AM UTC

   We are continuing to monitor for any further issues.

4. monitoring Oct 20, 2026, 07:29 AM UTC

   On the Cloud Partner’s recommendation, we are switching STA Classic traffic to the secondary site. Our teams are actively working on this. Please note that this switch may cause a brief disruption of approximately 15 minutes. We will notify you once we begin the failover, and we will share further updates as they become available. Thank you for your patience and understanding.

5. identified Oct 20, 2026, 07:48 AM UTC

   We have begun failing over STA Classic traffic to the secondary site due to ongoing issues on the cloud vendor’s side. Users may experience a brief disruption of approximately 15 minutes during the failover. We will share an update once the failover is complete. Thank you for your patience and understanding.

6. identified Oct 20, 2026, 08:10 AM UTC

   We have successfully failed over STA Classic traffic to the secondary site and are now closely monitoring the services. Services are expected to stabilize shortly. We will share further updates as they become available.

7. monitoring Oct 20, 2026, 08:42 AM UTC

   STA Classic services are beginning to recover on the secondary site, and all core services are showing improvement and operating at optimal levels. We will share further updates as they become available.

8. monitoring Oct 20, 2026, 09:05 AM UTC

   We confirm that all STA services are stable and operating at optimal levels from the secondary site. The issue is still active on the Cloud Provider’s side in the STA Primary Region. Until it subsides, traffic will continue to be served from the secondary site. Customers using FQDNs are automatically routed to the secondary site. Any customers using hardcoded IPs should failover to the secondary site using the attached document https://supportportal.thalesgroup.com/csm?id=kb_article_view&sys_kb_id=9ed9c21647114e10eefd66ebd36d43ad&sysparm_article=KB0028408 We will notify you once we fail back to the STA Classic Primary site. Thank you for your patience and cooperation. If you have any questions or concerns, please reach out to our Client Services team: • https://supportportal.thalesgroup.com/ • United States: 800-545-6608 • International: +1-410-931-7520

9. monitoring Oct 20, 2026, 12:29 PM UTC

   Due to the ongoing issues with our Cloud Provider, some reporting and historical data viewing may not be functioning as expected. We do not suspect the possibility of data loss; however, viewing historical Auth logs may be degraded or unavailable until the incident is resolved.

10. monitoring Oct 20, 2026, 02:22 PM UTC

    Our Cloud Provider has confirmed that the affected Zone is back to normal operating status. However, we will remain at the DR site and perform the failback during off-peak hours. Exact times TDB. The next update will be to advise you as to when the exercise will take place.

11. resolved Oct 20, 2026, 02:48 PM UTC

    We will now close this incident. We plan on staying on our secondary site until Thursday, 22 October. The exact times are still being planned and will be announced as a maintenance announcement via this Status Page.